A common mistake of us humans is that we tend to defer negative feedback. We often put off criticism until the opportunity to act has passed. Preventing us from taking measures to fix problems before they escalate.
Likewise, the nature of service desk post incident surveys often result in feedback being received too late.
With recent advances in deep learning, sentiment analysis underpinned by AI natural language processing allows agents and managers to collect feedback at the right time - in real-time!
This contextual mining of text identifies and extracts subjective information in conversations and can assist in understanding customer attitudes and their underlying reactions and intentions.
Immediate feedback is the most useful, allowing teams to address problems while they are still small
Real-time feedback opens up new opportunities for action. If dissatisfaction is detected as soon as it appears - before conversations are completed - agents can intervene and prevent escalation and the risk of customers leaving dissatisfied.
AI Insights customer sentiment alarms allow agents and managers to watch customer satisfaction metrics and receive notifications when satisfaction scores fall below configured thresholds.
Designed for action, agents and managers get notified when customers are unhappy - allowing them to react to real-time actionable feedback.
Alarms can be attached to any project allowing different thresholds to be set for each one.
AI Insights is available on the Atlassian Marketplace - Take your customer support to the next level and automate your CSAT workflow. Try the app for free, get in touch with us for a demo and make sure to watch this channel to hear more about how AI transforms the way we work together.
Michael MoriartyMarketplace Partner
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